Complaint Handler

Complaint Handler

Location: Opportunities available in Liverpool, Northampton, or Sunderland.

Role Overview

As a Complaint Handler, you'll investigate complaints within our debit and fraud team, taking ownership of the end-to-end process to complete the investigation. You'll need to have excellent written and verbal communication skills, be detail-oriented, and work at pace. Experience working with complaints is desirable.

Purpose of the Role

To provide exceptional customer service while resolving more complex customer needs and requests.

Accountabilities

• Provision of customer service through communication channels including chat, email, and phone.
• Execution of customer service requirements to resolve complex customer needs, providing a unique and personalized resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement, providing recommendations for change and feedback, and coaching colleagues on these areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of customer inquiries related to the bank’s products and services, including account balances, transactions, and payments.
• Development and execution of reports on customer care performance and communication of findings to senior stakeholders.
• Identification of industry trends to implement best practices for improving customer care efficiency and effectiveness.

Analyst Expectations

• Execute work requirements as identified in processes and collaborate with closely related teams.
• Check colleagues' work to meet internal and stakeholder requirements.
• Provide specialist advice and support related to own area of work.
• Take ownership for managing risk and strengthening controls in relation to owned work.
• Deliver work in line with relevant rules, regulations, and codes of conduct.
• Maintain an understanding of team contributions to broader sub-function objectives.
• Develop awareness of underlying principles and concepts, building on operational expertise.
• Make judgments based on practice and experience.
• Assess the validity of past experiences and evaluate options under unprocedural circumstances.
• Communicate sensitive information to customers related to specific advice or administrative requirements.
• Build relationships with stakeholders to identify and address their needs.

Our Values

All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for our behavior.